Implementing ITIL®: Achieving Lasting Cultural Change
Mark Flynn, ITIL® Expert and Assessor APMG-International
As Heraclitus observed, the only constant in life is change. However, it would be a mistake to think that people are comfortable with change. Stakeholder resistance is one of the major reasons why change projects fail.
ITIL® processes are not just for IT; they touch upon the whole organization and anyone looking to achieve lasting benefits through implementing ITIL® processes. Designing a good process will not guarantee a successful implementation, unless people make the change it won't happen - short term successes can be lost if there is not a lasting cultural shift.
In this presentation, Mark will share some of his own stories (the good and bad) while reviewing relevant ITIL® guidance.
Meet Mark Flynn Mark Flynn has 17 years experience in IT Service Management and is Managing Director of Felix Maldo Ltd, providing ITIL® based training and consultancy services. He was one of the first ITIL® assessors appointed by APMG and is currently Product Set Manager for APMGs portfolio of Service Management accreditations. Since gaining the ITIL® Manager's Certificate in 1993, Mark has been an ITIL® practitioner, trainer and consultant.
Mark has first hand experience on challenges of achieving lasting cultural change through implementation of ITIL® based processes. He has served on the board of one of the UK's largest, independent Training and Recruitment organizations. He is a regular presenter at itSMF and delegates can expect a lively and entertaining presentation.
